Virginia Tech Corporate Research Center: General Information

Recently we upgraded our online Maintenance Request system. The major feature we added now requires the user to select from a list of categories of different maintenance needs. This allows the system to automatically send your request to the right contractor instead of having to wait for us to classify it manually. This will provide faster service for the most common types of requests.

How to Request and Receive Quality Service

•	To request service, please use the CRC online Maintenance Request system. A call or email to the CRC office usually results in delays.
•	Submit one item per request. Because different items may be handled by different contractors the system cannot handle but one item per request.
•	Describe a problem by sticking to the facts. (Example: “Trash was not emptied in office 2110 last night” instead of “The janitorial service does a lousy job”). Remember that everything you say is going straight to the contractor.
•	Be timely and specific. Don’t wait and let things accumulate. Submit requests as they occur.
•	Make sure provide a valid email address. The system is designed to provide status updates via email and therefore requires a valid email address for communication.
•	Understand what services are provided and which ones you will be billed for. See Maintenance Services and Cleaning Specifications for details.
•	Use the “Response” emails that are initiated by the system. The system gives a contractor a reasonable amount of time to correct a problem. If the contractor does not show or does not do a good job, use the reply tags on the email to let us know. This is important as we financially penalize contractors who don’t respond on time.
•	Allow reasonable time factors. We process thousands of requests per year and use dozens of contractors. If it is a real emergency, mark it as such, otherwise allow a few days for something to happen.
•	Use the system as it is designed. Calling or emailing the CRC office slows down the process and makes it harder for us to capture your evaluation of the work done.

The maintenance system is our record of facts. It lets us monitor and keep track of all your requests and the different parties we hire to take care of you. If you use the system correctly, it will serve you well almost every time.

If it doesn’t seem to be working for you, please contact Paul Fleming in the administrative office.